Identification of service quality dimensions for SAP Finnish User Group ry
Maija L. Castrén · Doria (University of Helsinki) · 2016
The purpose of this research is to define the service quality dimensions for the case company, SAP Finnish User Group (FINUG) ry. The service quality dimensions are explored through defining customer expectations and their determinants as well as looking into how customers perceive value. This information is then used to evaluate how the quality and selection of FINUG’s service offering can be improved. The research is conducted in a business-to-business context, observed from the customer’s perspective. The theoretical part of this thesis takes a more detailed look into previous service quality research, observes different service quality models, and takes a glance at service value. The theoretical chapters also examine the role of customer expectations in service quality, as well as how these expectations can be managed. The empirical part of the thesis is based on the conducted qualitative research. The research was carried out as a single-case study and the primary data was gathered through semi-structured interviews held with FINUG’s customers. The results of the research revealed nine service quality dimensions that apply for the case company. Customer expectations were also found to affect the formation of service quality dimensions. These expectations, as well as their determinants, were recognized. The impact of value in service quality assessment was also determined. This information was then used to suggest practical applications for the case company on how to improve the quality of their services and service offering.